Email notification to assignment group if a ticket isn't assigned to a user

[LK11]

I have a requirement.  whenever a user updates 'comments' for a ticket,  and the ticket is assigned to 'A', only 'A' should receive the notification.  If the ticket is not assigned to anyone, the entire assignment group 'g' should receive the notification.

I tried writing a business rule but it didn't work. I appreciate your help.

Thanks in advance

[Alikutty A · Accepted solution]

Hello,

You can setup 2 different notification record

One with condition as Comments changes AND Assigned to is not empty then send comments to Assigned to

Another with condition as Comments changes AND Assigned to is empty AND Assignment group is not empty, send the email to Assignment group.

Thanks!

[Vishal Khandve]

Go for two separate notification-

1) only for assigned to user

2) only for group